A method and
system for managing customer service processes for individual customers and populations of customers. In a specific embodiment within the health care field, a clinician creates or updates a draft
care plan for a patient using generic or locally-adapted template
metadata and tailors the draft
care plan to the particular patient. The draft
care plan includes a
list of specific services (health care interventions) to be provided to the patient. The draft care plan can be routed to members of an inter-disciplinary team for input. Once finalized,
workflow processes are instantiated for each intervention on the care plan. An itinerary is created for any required patient encounters, optimized using an
algorithm that considers pre-existing process instances. A
workflow automation server manages the execution of each
workflow process instance, invoking resources according to
workflow process specification
metadata and workflow task type
metadata. Care plans and encounter itineraries are automatically translated to a patient-understandable form and made available to patients online and via printed copy. Clinical practice and outcomes data are analyzed to identify opportunities for improvement of the metadata. The method and
system also allows for the selection of a
population of patients, the analysis of
population data to identify opportunities for interventions (needed services), and the
initiation of
population interventions through batch updates to individual care plans.